AI Solutions Engineer, Enterprise Voice

📋 Description

• • As an AI Solutions Engineer for Enterprise Voice at Valsoft Corporation, you will be at the forefront of revolutionizing customer service for a major enterprise client in the building materials sector. This is a unique, high-impact role that blends the strategic acumen of enterprise consulting with the hands-on execution of AI product development, offering a rare opportunity to shape the future of AI-powered customer interactions.
• • You will own the entire client engagement lifecycle for the deployment of an advanced AI voice agent in Sydney. This responsibility spans from building executive trust and understanding business needs in the boardroom to meticulously configuring complex conversational flows in technical workshops. You will serve as the primary representative of our product on the ground, acting as the crucial engine that drives its successful implementation and operation.
• • This position is distinct from traditional consulting or pure engineering roles. It is a hybrid builder-consultant role, uniquely positioned to translate intricate business challenges into effective technical solutions and then personally build and implement those solutions.
• • Your core responsibilities will encompass comprehensive client ownership. You will act as the main point of contact for a diverse range of stakeholders, including Customer Service, Operations, IT, and Digital teams. A key aspect of this role is cultivating trusted relationships with both senior leadership and day-to-day operational staff, ensuring alignment and buy-in across all levels.
• • Effective communication is paramount. You will need to articulate complex technical concepts and project progress clearly to executives while also engaging effectively with frontline managers, adapting your communication style and depth of detail to suit each audience. You will serve as the vital connective tissue, bridging the gap between client requirements and the capabilities of our core engineering team.
• • In terms of technical delivery, you will be instrumental in mapping end-to-end customer service workflows. This involves identifying the most impactful opportunities for automation and designing and configuring sophisticated conversational AI flows specifically for voice interactions.
• • A critical part of your role will be integrating the AI voice agent with the client's existing enterprise systems, such as CRM, ERP, and order management platforms. You will be expected to prototype, test, and iterate rapidly on these solutions, leveraging real-world call data to continuously improve performance and user experience.
• • You will define and meticulously track key performance metrics, including crucial indicators like call containment rates, escalation rates, and overall customer satisfaction, ensuring the AI solution delivers tangible business value.
• • Your strategic impact will be significant. You will develop and execute a phased rollout plan, deeply informed by your comprehensive understanding of the client's operational landscape. You will be responsible for presenting detailed performance reports and compelling business impact cases to senior leadership, demonstrating the value and ROI of the AI deployment.
• • Furthermore, you will play a pivotal role in building the internal case study that will serve as a foundation for future enterprise deployments, sharing best practices and lessons learned across the organization.
• • Your first 90 days are structured for deep immersion and rapid impact. Days 0-30 will focus on deep immersion within the client's operations, shadowing calls, meeting key stakeholders, and mapping systems and workflows. By the end of this period, you will have earned the client's confidence, with leadership recognizing your profound understanding of their business. Deliverables include a workflow map, integration map, prioritized automation opportunities, and a phased rollout plan.
• • Days 30-60 will involve building and piloting the AI solution. You will design initial conversational flows, configure the voice agent, and integrate it into a test environment. A live pilot on focused call types will be launched, with performance tracked from day one. Deliverables include the live pilot, a performance dashboard, and an iteration plan.
• • Days 60-90 will focus on optimization and expansion. You will refine containment rates, reduce handoffs, enhance prompts and logic, and expand the AI's capabilities to additional call categories. A 90-day impact report will be presented to senior leadership, laying the groundwork for broader rollout commitment. Deliverables include an ROI case study, an expansion roadmap, and an internal case study for future customers.